reviews

We can learn to use guest feedback like a crystal ball to see what may happen next and mitigate the severity of the problems as they may occur

Responding to guest reviews is not always the easiest thing to do, especially if they are negative, and there are different ways that you can respond

Revenue managers should regularly compare price positioning with reputation positioning because reputation impacts price elasticity

An eye-opening study shows that a huge 94% of online shoppers stated negative reviews have convinced them to avoid a business altogether

Guest reviews have a big impact on booking rates. In fact, more than half of travelers say they would never consider a hotel with no online reviews

When replying to feedback, stay calm and as objective as possible. Here are some recommendations to reply to different types of funny or quirky reviews

When you finish responding to a guest review, you always want to give the guest a way to reach out and talk with a hotel associate

Concluding any guest conversation on a good note, whether on property or online, allows you the chance to mend the relationship

When guests research your hotel, they will look for several critical characteristics of your online reviews. You must be aware of these aspects

There are three critical touchpoints that you can impact, which can influence the decision-making journey of travelers who are still on the fence